Training Customer Service

MICHAEL PERRY

**** * * ** *******, GA ***** 678-***-****

RIARCLIFF LACE

*************@*******.***

S UMMARY

Learning and development professional with extensive experience consulting and delivering learning solutions to clients.

Business results-focused learning expert has significant experience managing client relationships, managing learning and

development for an organization, leading teams, managing direct reports, and helping clients achieve key business goals and

outcomes thru employee learning and development.

E DUCATION

M.S. in Instructional Systems Florida State University, College of Education, December 1999

B.S. in Psychology Florida State University, College of Arts and Sciences, May 1998

E XPERIENCE

SUNTRUST BANK

Learning Consultant (September 2007 – Present)

Designs and executes training program measurement and evaluation strategies. Collaborates with clients and internal

partners to identify expected outcomes of training programs; leads all efforts to determine if expected outcomes were

achieved. Directs focus groups, interviews, surveys, observations and analysis of business metrics. Measures employee

performance, business impact of training programs and return-on-learning-investment. Produces reports and presents results to

clients and internal partners.

Designs and implements corporate-wide training program evaluation processes and tools.

Provides direct management to a staff of Training Developers. Provides leadership and direction to the team. Manages training

projects in support of key SunTrust initiatives. Regularly meets with clients and stakeholders.

Training Manager (April 2006 – September 2007)

Managed training and development for a division of SunTrust (600 employees). Directed the development and execution of all

training programs in support of the Treasury & Payment Solutions division. Managed annual training budget for division.

Primary point of contact – and accountability – for the division on all matters related to learning and development, including:

training needs assessment, training strategy consultation and execution of training. Regularly met with senior leaders to

discuss business strategies, training needs, communicate status of projects and to prioritize initiatives. Recommended

and executed training programs that supported business goals and performance needs. Collaborated with internal partners (and

vendors) to design, develop and implement training programs. Implemented classroom, virtual classroom, web-based

training and performance support solutions. Implemented product, sales, customer service, operations, and management

development training programs – with a strong emphasis on product training for sales staff. Managed vendor and contractor

relationships to implement training programs. Managed and maintained training curricula for this division of SunTrust.

SPRINT NEXTEL

Educational Consultant (July 2000 – April 2006)

Supported training and development needs of Sprint business units. Performed performance consultant, team lead, project

lead, project management and instructional design/development roles. Proposed, designed, developed, implemented and

evaluated training programs. Conducted gap analysis and needs assessment to identify learning/performance gaps and training

needs. Performed skills assessments to identify skills and knowledge required to perform job for all job titles within

the Network Services business unit. Met with customers to obtain requirements, determine project scope, establish timelines

and identify necessary resources. Managed customer relationship, expectations, needs, and ensured satisfaction with service and

deliverables. Managed vendor relationship for external training development of new hire curriculum. Mentored teammates by

facilitating small group sessions on training technologies, theories, and tools/techniques. Managed people in a project

management capacity. Evaluated training programs and developed/implemented corporate-wide training evaluation strategies.

(cont.)

MICHAEL PERRY

1181 B P NE ATLANTA, GA 30306 678-***-****

RIARCLIFF LACE

*************@*******.***

E XPERIENCE, C O N TI N UE D

TELEMATE.NET SOFTWARE

Instructional Designer (March 2000 – July 2000)

Developed training curriculum (for employees and clients) for three core products. Managed a small staff of technical

writers to assist in training curriculum development. Performed leadership, management, project management, instructional

design, training development and implementation duties for training programs.

CENTER FOR PERFORMANCE TECHNOLOGY

Instructional Designer/Graduate Assistant (April 1999 – January 2000)

Utilized the ADDIE instructional design process to design, develop, implement and evaluate a web-based and instructor-led

training course that trained all special education teachers in the state of Florida to utilize an instructional database in order to

implement the Florida Sunshine State Standards of education and track individual student progress.

Collaborated with student team to facilitate the development of the Resource Management Group within the Florida Department of

Revenue. Performed organizational development consultant role. Suggested various means of establishing the ideal organizational

infrastructure and associated processes. Applied strategic planning, organizational development, and needs assessment

methodologies/theories. Developed and maintained the customer relationship while performing team liaison role.

P ERSONAL INFORMATION

• Married to wife Gina

• Father of two children – 2yr old daughter, Isabelle and 6mth old son, Grant

• Born in Fort Myers, Florida

• Lived in Atlanta since January 2000

• Enjoys spending time with family, home improvement projects, reading, tennis, snorkeling, snow skiing, and tropical vacations.

C OMPUTER SKILLS

• Adobe (Acrobat, FrameMaker, Photoshop)

• FileMaker Pro

• Information Mapping

• Microsoft (Excel, FrontPage, Outlook, PowerPoint, Project, Visio, Word)

• Macromedia (Authorware, Coursebuilder, Director, Dreamweaver, Fireworks, Flash)

• Paint Shop Pro

• Perseus Survey Solutions

• Snag It

• Survey Monkey

P ROFESSIONAL ORGANIZATIONS

• American Society for Training and Development – Local Atlanta Chapter

• The eLearning Guild

P UBLISHED WORKS

Michael Perry and Catherine Reynolds The Effects of Goals, Prompts, Reinforcement, and Feedback in a Family Style Restaurant. Journal

of the Society of Performance Management, 1998.

Contact this candidate